CRM
Christian Seaman
Industria Engineering- Expert On Customer Experience And Support Centers
Querétaro City
Summary
Professional leader in Global business with solid track record in driving market growth and operational excellence. Proven ability to lead diverse teams, adapt to changing environments, and foster collaboration to achieve strategic goals. Skilled in market analysis, strategic planning, and relationship management, ensuring impactful results and sustained success.
Overview
21
21
years of professional experience
4
4
years of post-secondary education
Work History
Country Manager
Quantum Financial Svcs| SaaS_Fintech (Startup)
Ciudad De Mexico
09.2024 - 01.2025
A SaaS_Fintech B2B Company for SMB Loans services: n charge of Mexico Hub | operations and company growth
Lines under my Scope: Hr | Customer Service | Call Center | After Sales Care | Credit Risk Analysis | Quality Insurance | WFM | Sales | Success and Retentions | Marketing | IT | Collections | Business Intellegance | Prodcut and Growth
Senior Director of Operations (Shared Support Ctr)
Broxel Pay
Ciudad De Mexico
03.2023 - 09.2024
A SaaS_Fintech_Payment Processor for B2B-B2C-B2G customer and end ussers
Lines under my scope: Contact Center | After Sales Care | Onboarding | Client Implementations | Credit Riks Analysis | Collections | Claims Back Office | Payment Processor Support | IT | Process Improvement | WFM & QA | Business Intellegance
MX COO | Director Of Customer Service Operations
SpotOn | SaaS_PoS_Fintech (StartUp)
Ciudad De Mexico
02.2021 - 03.2023
A SaaS_Fintech-PoS and Payment Processor Services for B2B USA bases SMBs Retail and Hospitality Clients
Lines under my Scope: Contact Center | Success and Retentions | Back Office & Claims | Sales | Mexico Hubs needs | Tech Support | UX | Developers | IT | HR | Crypto Support Services | Credit Risk | Credit Loans | Collections | Payment Procesor Support | SMEs Support | Helpdesk
Sr. Director of Operations (Sup. & Sales Center)
Alpha Credit | SaaS_Fintech (StartUp)
Ciudad De Mexico
10.2017 - 10.2019
A SaaS_Fintech B2B-B2C-B2G Loans Company
Lines Under my Scope: Contact Center | After Sales Care | Telemarketing | Validations | Collections | Customer Service | IT | Hub Needs | Field Sales | Traning | QA & WFM | Business Intellegance
Other Work Experience
Other Campanies
Many Locations
12.2003 - 10.2017
Other work experience
- Associate Director Customer Care and Customer Success Contact Center Operations AT&T Date Start: June 2016 to October 2017
- (StartUp) Site Director Contact Center operations at Virket Co. From Nov 2014 to Sep 2016 [Tijuana and Ciudad de México] and SEO company
- Global Contact Center Coordinator at Sigue Corporation, From April 2012 to November 2014 Tijuana Mexico
- (StartUp) Contact Center Director at MI Technologies, Date Start: Jan 2011 to September 2011),Tijuana Mexico and SD CA
• BPO, Contact Center New Business Development Manager at Telisimo international from 2008 to 2010
• BPO, Call Center unit Manager at Telisimo International, from 2003 to 2008
Education
Industrial Engineering - Industrial Engineering
Universidad Autonoma De Baja California
Tijuana, Baja California, Mexico 07.1998 - 09.2002
Skills
SaaS _Fintech_Payment Processor
Contact Center
Customer Experience_Sucess and Retentions
PoS
Operations Managament
KPIs_OKRs Developer
Training_QA_WFM
Sales_After Sales_Telemarketing
B2B_B2C_B2G
Artificial Intellegance
Accomplishments
- Resolved product issue through consumer testing.
- Awarded 4 time as top 1 customer service center
- Turn Operations Site as Best Place to work
- Scale Operations from 25 to 1300
- Open more than 3 hubs from scratch
- Achieve VoC targets from 70% to Over 93%
- Reduce Turn Over from 45% to 12% MoM
- Increase Sales targets from 2.2md to over 25mds MoM
- Open Hubs in LATAM, USA,International
- Many more
Additional Information
A Global Operations Executive and 4 times awarded as top 1 customer support services and expert on: Fintechs | Banks | Payment Methods | Telecom | Insurance | Money Transfer | BPO | Loans | eComm | Web Pos. | SaaS | PoS | Telecom's | Web Presence and SEO | Traditional Bank
Operational Expert on: Contact Center | Customer Experience and Success | Customer Retentions | Payment Operations Back Office | Credit Risk Analysis | Sales and UpSales | After Sales Care | IT | Developers | UX | Marketing initiatives | Logistic | Client Onboarding and Clients Implementations | Growth and many more. For International-LATAM-USA and Local Operations for Big Enterprises like: AT&T_Sigue Money Transfer_ AXA as well for StartUp
Software
Appis
WFM
SaaS
Paymento Processor
Cards Processors
Logistic
CCaaS
SaaS_Fintechs
SaaS_Insuretechs
Timeline
Country Manager
Quantum Financial Svcs| SaaS_Fintech (Startup)
09.2024 - 01.2025
Senior Director of Operations (Shared Support Ctr)
Broxel Pay
03.2023 - 09.2024
MX COO | Director Of Customer Service Operations
SpotOn | SaaS_PoS_Fintech (StartUp)
02.2021 - 03.2023
Sr. Director of Operations (Sup. & Sales Center)
Alpha Credit | SaaS_Fintech (StartUp)
10.2017 - 10.2019
Other Work Experience
Other Campanies
12.2003 - 10.2017
Industrial Engineering - Industrial Engineering
Universidad Autonoma De Baja California
07.1998 - 09.2002
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